MISSOURI -- I would never refer Apria to anyone! If there was a zero rating, I would have chosen it instead of one rating. My son had two types of rental equipment from Apria, they provided the equipment, kept charging me when the insurance had "paid it in full per agreement". There have been payments made that were not applied to the account until 4-5 weeks later. Their billing dept. is horrible!!! Every time you call, you wait on hold 30 minutes before being helped. Then you talk to a different representative every time you call & they don't communicate whatsoever.
You can fax them documentation & they claim to never receive it, or it seems to take DAYS for them to receive it and of course, they don't allow any communications to be sent by email, so you could get things sent quickly & easily. Don't ever expect a call back from the billing dept. either. In the last year, I have worked with 12 different billing representatives/specialists. All of them told me they would call me back after reviewing my files. So far I'm still waiting on even one call back! Need I go on?!
WORCESTER, MA -- Doctor submitted health care supply order by fax to Apria 12/23/2013. Order required Apria contact me. Two weeks later a woman called me but I couldn't understand a word she said. I did get out of her that someone would be calling me to set up an appointment. Two weeks later no call so I called them. The customer service person was terrible. She kept saying hold on and would yell to another person about another customer (very unprofessional conversation). She proceed to talk over me and just not listen. She just wanted me off the phone.
After a very exhausting one sided conversation I asked her to cancel the order. I called the 1 800 customer service number to ensure the order was canceled, the woman told me she was sorry and she would check the order and proceeded to transferred me back to the original person??? I called the corporate 1 800 number which was a recording telling me they were not available at this time and hung up. The website says all the right things but in the end Apria doesn't have a clue.
JACKSON, TENNESSEE -- On 2/9/11 I ordered CPAP supplies and gave my FSA card info. I asked if they accept FSA, they said if it did not go through, they would not ship supplies. We received the CPAP supplies and thought all was well. Call #1… "This is Apria. The card you used did not go through. Please call us with another card." I called my FSA. Apparently, unknown to me, because I am a postal worker I have to manually submit the charges. I called Apria and explained this. They said they would send a bill for me to pay and then submit to FSA. 3 days later received the bill.
Call #2: One day later received phone call, "This is Apria. The card you used did not go through… yada, yada". I called again. Explained "I just got bill yesterday." I reminded them they should not have even shipped product. I gave them my Visa info and I submitted bill to FSA. Guess what??? Call #3: Week later got call, "This is Apria. Your card would not go through". I thought they meant my Visa. I called Visa. It was put through on 2/21/11. I called Apria. They showed payment went through. I asked "why the call?" They said "it could take up to 7 days to reach system." I said "it had been 9 days!" They assured me I would not be called again.
Call #4: One week later, "This is Apria. Your card did not go through". Called them again. Why do they keep putting it through FSA card when it is already paid in full. Asked where they are located - a call center in India. Asked that they stop calling. Assured it would not happen again. Call #5: One week later. After being transferred 3 times and explaining the situation I finally got a representative. I asked if the computer showed my previous calls. "Yes ma'am". I asked if they showed my payment. "Yes ma'am".
I asked why they were still trying to bill my FSA. No answer. I asked "why I have been called 5 times." No answer. I asked "how we can stop this." She deleted the FSA card info, made a note to stop automated calls. She said that the next time we ordered supplied it should not be a problem. I agreed as there would not be a next time. They had lost a customer. If I receive one more call, the BBB is getting my next phone call! Stay away from this inept company. Pathetic!
I have had a CPAP since September 2010. When I need a new mask seal in the start on January 2011, I received one and paid my co-pay. Near the middle of February I received a voice mail from Apria that they had tried to collect on an outstanding balance. I called and after a 20 minute phone conversation with an Indian who had a difficult time understanding English, I finally figured out that my insurance had not paid for the seal and that I was said to still owe them the balance.
I told them I would call my insurance and confirm that they had not paid and why. This was on a Friday night and on Tuesday morning, I received another call when I was on the phone with my insurance. It was a voicemail from Apria that they had once again attempted to collect payment.
I called Apria when I got home from work and after a 30 minute wait on hold listening to terrible music I was once again talking to an Indian who was unable to understand me. When I asked to speak to his supervisor he grew belligerent and after several heated exchanges with him he transferred me to his supervisor, who promptly hung up on me after saying she couldn't hear me. I work in a call center and qc phone calls as part of my duties.
I think I would fail the customer service representative and the supervisor, and any company associated with these people. I am mailing in my payment and am switching to another CPAP supplier. I don't mind speaking to call centers in foreign countries but I do expect quality service, but this was a case of getting what you pay for. By the way the supplier I am using is located in the USA.
4095 PIKE LN CONCORD -- In November 2009 I contacted Apria Healthcare to see if my CPAP machine replacement would be covered by my medical insurance. I was advised by 2 different people at Apria that it would. After some delay I finally received my new machine in December 2009.
On March 31, 2010 I received a call from ** who claimed to be with Apria Healthcare claiming that I was renting my CPAP machine and that my insurance was no longer covering this in 2010. I told ** that there is no way I agreed, nor signed any document agreeing to a rental machine over the direct purchase as I had done with my previous CPAP.
She just kept raising her voice saying "this is a rental, this is a rental, and then if she was going to send someone out to take the machine back". I asked to speak to her supervisor and she said she could not get her on the line and hung-up. I did get a second call from someone claiming to be her supervisor who again said they had processed my machine as a rental.
On Friday, April 16, 2010 I received a bill from Apria for $214.00. No explanation, just demanding payment. Why would I rent a CPAP machine for $107.00 for month that can be purchased on the internet for as low as $289.00? Threatening to take a CPAP away from someone who has Sleep Apnea is endangering my life. Are they serious?
There is no document that I signed, nor have I received anything in the mail from Apria which specifies terms for a rental machine. I would never have agreed to such nonsense. I feel they are attempting to bully me into paying for a machine because they did not properly bill my insurance company. I changed insurance in 2010 and have a deductible that would not have been the case if they had handled my order in a competent manner to begin with.
Just want people to really check out other people's experiences before signing up with Apria. We had all kinds of problems with late deliveries, delivery of wrong product, and billing the insurance company for products we hadn't used in months. We also had billing problems which I thought we had resolved. I spoke with a representative and we agreed they owed me a small amount and about a month later I received a check with a stub stating I had overpaid.
A month later they turn our account over for collection for $27. This after their own representative told me they do not refund amounts less than $25 to patients unless the patient requests it. What an outfit! I don't think the left hand knows what the right hand is doing.
CHARLOTTE, NORTH CAROLINA -- My husband was prescribed oxygen for pneumonia in the hospital in Santa Fe. We waited over four overs for the delivery after discharge, the case manager and I both made numerous calls to customer service. They were supposed to deliver oxygen to our home in Charlotte on midnight upon our return from Santa Fe. Of course, they did not even though I had confirmed the delivery by phone en-route. We made several frantic after hour calls to the local and national emergency Numbers only to be told to leave a message and they would call us back in the order our call was received.
Fortunately the nurse who accompanied us was able to leave her concentrator for us to use during the night. Finally, the next morning the dispatcher called and said someone would be right out. Three hours later it was delivered. Two days ago we notified the Local office that it was no longer required. We still have the equipment. The equipment sat at the hotel in Santa Fe for 6 days. We think this a scam to charge Medicare for every day we have the equipment even though it is not required. Do not do business with this company, ever!!!
TACOMA, WASHINGTON -- I have just sent this to Apria customer service: This is our second day of waiting for someone to pick up an oxygen concentrator and oxygen tank that is being returned. We spent yesterday at home waiting for a scheduled pickup and no one came. When my wife called (and waited for 45 minutes on the phone for an answer) she was told that someone had come to the house and no one was home.
The problem is, we cancelled several appointments in order to stay home! Then we were told the equipment would be picked up today between 10 and 2:15. Once again we had to cancel plans to stay home and wait for your driver. It is now 1:30 and no one has shown. My wife just called and was told the driver will not be here before 3!
From the day we started dealing with Apria your customer service has been non-existent. Scheduled times come and go with no contact to the customer. Wait times on the phone stretch out to well over half an hour. You have managed to create a customer service organization that makes Comcast look good.
I feel badly for your employees because I imagine the problem is management and not the people who work day-to-day to make your mission statement something more than the apparent joke that it is. We shall take every opportunity to use social media to inform people of the type of service they can expect from Apria.
FAIRFIELD, CALIFORNIA -- I was just contacted (and recorded) by this business. I was referred to Apria by Sutter Health (in Fairfield). The associate I spoke with was filling an order for a CPAP machine. During the discussion she told me that for Aetna (my insurance provider) Apria has a policy of billing for 11 months after which I will own the unit. I have already met >90% of my personal deductible for the year, so this just pushes more cost onto me as a customer when the rental charges flow into next year.
I declined their kind offer and asked that Sutter Health refer me to another provider. Having reviewed this company online it is hard to imagine why Sutter Health refers patients to Apria, or why Apria can survive based on its merits. The other reviews are terrible.
LOUISVILLE, COLORADO -- On February 3 I called in to Apria to get a replacement mask for my CPAP. It has taken 75 days, more than 30 phone calls, HOURS sitting on hold, and numerous dropped calls; which then meant that I had to call back in, sit in the phone queue and on hold for up to forty minutes, just to talk to someone that would ask me a bunch of security questions, then transfer me to someone that would again ask me the very same security questions. Their "Customer Care" department is a total joke. If you have a choice, go with another vendor for your supplies.